Hack-hit Optus disappointed but not surprised that complaints rose almost 40pc

The nation’s second largest telco was not surprised complaints against it listed in the Ombudsman’s latest quarterly report were almost 40 per cent higher.

Complaints against Optus are up almost 40 per cent following a data breach affecting 11.2 million people. Picture: Getty Images

Complaints against the nation’s second largest telco are up almost 40 per cent following the Optus data breach that last year saw the records of 11.2 million customers stolen by a hacker.

Between October and December last year, complaints regarding the “unauthorised disclosure of personal information” accounted for 11 per cent of complaints about mobile services made to the Telecommunications Industry Ombudsman.

The findings arrive from the Ombudsman’s quarterly report which recorded 17,903 complaints in the second quarter of this year. Over that three-month period, complaints were up 9.9 per cent compared to the previous quarter, a spike largely influenced by the breach, said Ombudsman Cynthia Gebert.

“We began to see the impact of the Optus data breach on our mobile complaint issues at the end of the previous quarter, but the complaints from this period of October to December really highlight the problems people are experiencing because of the breach,” Ms Gebert said.

Optus complaints weren’t limited to the breach itself or concerns over data but also the telco’s response to customers who wanted to change services.

“Privacy and the unauthorised disclosure of personal information are not the only issues for consumers. We’re also handling an increased number of complaints from Optus customers about disputed termination fees, customer service problems, and failing to cancel a mobile service,” Ms Gebert said.

Complaints against Optus accounted for 36 per cent of complaints (6436) made against the 10 most complained about providers, compared to the 28 per cent it experienced the previous year.

The results were “disappointing” but not surprising and Optus was still looking to rectify the fallout from the data breach, said the telco’s customer success managing director Maurice McCarthy.

“It’s been a challenging couple of months for Optus, so the Telecommunications Industry Ombudsman report results while disappointing aren’t surprising,” he said.

“We acknowledge the cyber attack and resultant data breach generated increased customer concerns which has been reflected in an uplift in complaints to the ombudsman.”

Telstra received the most complaints of all providers, with 6819 complaints or 38 per cent. This was a drop compared to the previous quarter in which Telstra received 6963 complaints, or 43 per cent of that top 10.

A Telstra spokeswoman said any complaint was one too many but the company was happy to see the number had dropped.

“Initiatives like ironing out customer pain points, simplifying our products, returning customer service calls to Australia or bringing all our retail stores in-house have all helped bring the number of complaints down to our lowest in nearly a decade,” she said.

About 50 per cent of second-quarter complaints were made against mobile services followed by internet at 29 per cent, multi-services at 14 per cent, landlines at 5 per cent and property 1 per cent.

Complaints against iiNet increased 20.8 per cent this quarter. Vodafone and TPG recorded a slight increases but complaints against other providers decreased.

The No.1 consumer issue was with mobile services, accounting for 58 per cent of complaints made, was telco providers failing to take any action or delaying action against complaints made.

Service and equipment fees accounted for 30 per cent of complaints following by unauthorised disclosure of data (11 per cent), resolutions being agreed but not met (10 per cent) and no phone or internet service (9 per cent).